Worst experience of shopping online at Indiatimes shoppping.
Order #: 3002426687 My first and last order at this online merchant was for a nokia lumia 720. I was swayed away by the discounted price which carried with it also a freebie.
Though about only Rs. 1200 less on this site, with the use of a coupon code, it was the rs. 1400 Philips headset offered as a freebie coupled with the fact that this website is parented by Times India group, that I decided to give this website a go over Flipkart, my reliable online resource. And have I repented that decision.
16th Jun'13 midnight, order was placed through debit card, as Indiatimes doesnt offer COD for above rs. 10k orders. Rs. 16827 amount deducted and order confirmation sent via e-mail with expected delivery date of 22nd Jun'13. After 48 hrs, I receive a call from Indiatimes that the freebie is out of stock, and they would offer some Envent headset in its place. I advised the representative that if possible check back on the Phillips headset availbility, or offer an altternate brand of some repute instead(never heard of Envent before).
After left bewildering over my order the whole day with no callback received, I decided to use their Online chat. Now started the worst experience. Never experienced such rude and totally unprofessional approach from a customer care representive and this was in the written word. The ego of the representative was mind boggling. The representative(Mr. Vishal) realising that he is failing to amuse me with robotic replies decided to take the matter into his own hands, and forced the cancellation of order upon me.
I wanted to report this behaviour and still searching for an update of what the female rep never got back to me about, I called the voice support. It was assured that the request for a callback with an update has been arranged. Later in the evening only to receive a cancellation of order e-mail, confirming that the money deducted fom my bank account on 17th Jun'13 would be refunded back by 1st of July.
This when many other online retailers take pride in 48 hrs order delivery.
I have decided to report this instance of customer service and wrongful withholding of funds for a self inititated cancellation to the consumer court and would also be taking up the same with Indiatimes Operation Head.
I would never go anywhere near this site ever again.
Rishi
UPDATE
# Having posted my grievance online on Indiatimes facebook page, a rep called and assured an expedited refund process and asked for the chat transcript. I'm crossing my fingers and hoping that they stand true to their word atleast this time.
Chat Transcript
Below is the chat transcript what can be only described as shameful customer service. Chat Transcript Visitor: Rishi Bajaj Rishi Bajaj
Issue Type: Order Status - Please Select Order Reason
Order Number: 3002426687
Started: 06/18/2013 16:05 00:00:04 system: Our Chat Advisor will be with you shortly.
00:03:39 Rishi: how shortly?
00:05:28 agarwal.100: Welcome to Indiatimes Chat Support. My name is Vishal, how may I assist you.
00:05:35 Rishi: hello?
00:05:41 Rishi: hi Vishal
00:05:48 agarwal.100: Hi.
00:06:14 Rishi: Rishi this side. do u need any information to pull up my account or order no. would suffice
00:06:34 agarwal.100: Sir, as I can understand you want to know about your order status.
00:06:40 agarwal.100: Sir, Please provide your registered contact no and order id.
00:06:45 Rishi: yes.
00:06:46 Rishi: 810
00:07:10 agarwal.100: As per your query, I would request you to stay online while I check the details.
00:07:29 agarwal.100: Sir, As I can check your Expected delivery date is: 22/06/13.
00:07:36 Rishi: order id is 3002426687
00:07:37 agarwal.100: Is there anything else I may further assist you with?
00:08:03 agarwal.100: Kindly respond, so that I can assist you further.
00:08:12 Rishi: yes. I wanted to check up on the follow up. that your colleague was to do for me 00:08:14 Rishi:
00:08:18 Rishi:
00:08:38 agarwal.100: Sir, kindly elaborate your concern.
00:09:08 agarwal.100: Kindly respond, so that I can assist you further.
00:09:19 Rishi: one female rep called me today. and asked if I would be happy to accept a different headset as the phillips headset was not in stock.(frm my order u can see tht its philips headset tht I get free)
00:09:21 Rishi:
00:09:22 Rishi:
00:10:16 Rishi: I said I wuld not take any unbranded headset for philips is wht was promised. and if not tht. thn wuld rather hav indiatimes compensate and adjust amnt. she hasnt got back on tht yet 00:10:18 agarwal.100: Sir, kindly wait we will try our level best to deliver the same.
00:10:35 agarwal.100: Is there anything else I may further assist you with?
00:11:01 Rishi: its been 2 days since order has been placed. and paid for. and today I am not sure if nethng is getting processed ur side?
00:11:14 agarwal.100: Sir, kindly wait we will try our level best to deliver the same.
00:11:16 agarwal.100: Is there anything else I may further assist you with?
00:11:20 Rishi: u dint assist me at all till now
00:11:31 Rishi: I m asking for an update
00:11:52 agarwal.100: Sir, for what update.
00:12:28 Rishi: an update of wht indiatimes is planning to do. this my first order here. and I m already gettin tensed
00:12:29 Rishi:
00:12:45 Rishi: tell me if I m gettin the phillips headset. or not?
00:13:06 agarwal.100: Sir, we will try our level best to deliver the same what you have ordered.
00:13:09 agarwal.100: Is there anything else I may further assist you with?
00:13:45 Rishi: mate. these are all words. I still dont knw wht is the update. do u see the name of ur colleague who called me?
00:14:06 Rishi: how can I speak to the same woman sir
00:14:16 agarwal.100: Sir, so you want to cancel the product.
00:14:31 Rishi: is tht wht I said?
00:14:43 Rishi: I asked for the name of ur female colleague
00:14:46 Rishi:
00:15:01 agarwal.100: Sir, I am not authorized to give that detail.
00:15:03 Rishi: I wuld decide on wht I want to do with this order after I speak to her
00:15:19 agarwal.100: sIR, SO YOU WANT CANCELLATION.
00:15:28 Rishi: u r not authorised to tell me the name of ur colleague. whoose name I happen to have forgotten
00:15:42 agarwal.100: Yes Sir.
00:16:00 agarwal.100: Is there anything else I may further assist you with?
00:16:15 Rishi: pls lemme knw the way to get in touch with you team over phone? any no u can provide? 00:16:16 Rishi:
00:16:32 agarwal.100: Sir For any queries/complaint, you can contact us at 09024666666 or 09024888888(08:00 AM to 08:00 PM).
00:16:41 agarwal.100: Is there anything else I may further assist you with?
00:17:08 agarwal.100: Kindly respond, so that I can assist you further.
As I said my first and last look at Indiatimes shopping.
